Technical Services Manager – Hardlines

This is a fully remote position, open to applicants in New York.

📋 Description

• Deliver technical, client, and business-line assistance for the Americas region and global business line.

• Provide support for technical services, strategic initiatives, new product development, global processes, capacity planning, and technical governance.

• Identify potential for new products and revenue through service enhancement and development.

• Oversee, develop, and manage the technical components of globally executed regulatory services for customers in the Americas.

• Stay informed of industry best practices and standards, offering technical insights, interpretations, and recommendations.

• Enhance and maintain quality systems and processes related to technical services.

• Address technical inquiries from the Tech Inquiry Mailbox within specified turnaround times.

• Create Standard Operating Procedures (SOPs), methods, work instructions, and standard interpretation practices.

• Design and deliver technical training for both internal and external audiences in the Americas.

• Evaluate client needs and align them with Bureau Veritas testing services.

• Track customer inquiries and recognize potential services beyond the current scope.

• Monitor changes in regulations and industry standards, updating or developing testing methodologies accordingly.

• Troubleshoot technical issues across regional sites and with clients.

• Engage in global processes and continuous improvement initiatives.

• Contribute to client satisfaction efforts alongside Lab Managers/Directors and Business Development teams.

• Provide regulatory interpretations and assist in the sales of knowledge products.

• Cultivate relationships with industry and multi-stakeholder organizations, governmental agencies, and clients.

• Create technical marketing content, support RFPs, and promote Bureau Veritas services.

• Lead the implementation of new, repackaged, and extended technical services.

• Ensure the accuracy and consistency of test methods across the Americas region.

• Monitor compliance with global testing methodologies and audit/correlation programs.

• Aid in complaint investigations and resolutions.

• Align regional testing capabilities and capacity with sales and marketing strategies.

⛳️ Requirements

• A Bachelor's degree in a relevant field is required.

• At least 5 years of experience in customer services and/or direct customer interaction is necessary.

• 2–3 years of pertinent experience in the designated service line or related discipline is required.

• Comprehensive knowledge of relevant areas of expertise, concepts, processes, and equipment is essential.

• Capability to collaborate with customers, ascertain requirements, secure additional business, define and resolve issues, and guarantee customer satisfaction.

• Ability to perform under pressure, manage crisis situations, and juggle multiple tasks simultaneously.

• Highly developed organizational and interpersonal abilities.

• Proficient in interpreting regulations and standards.

• Strong mathematical skills and familiarity with statistical procedures are necessary.

• Medium to high proficiency in Microsoft Office Suite, Lotus Notes, and statistical software.

• Familiarity with laboratory instrumentation and equipment is advantageous.

• Excellent oral and written communication skills along with strong presentation capabilities.

• Technical aptitude with the capacity to assimilate and evaluate new information.

• Ability to prioritize tasks and ensure necessary follow-up.

• Willingness to travel up to 20% within the USA, with limited international travel.

• A Master's degree is a plus.

• Membership in one or more relevant organizations; managers are expected to hold membership above member status.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and training.

• Flexible work arrangements and supportive work culture.

• Retirement savings plan with company matching.